HealthInfo Canterbury

Telehealth (virtual consultations)

Telehealth is when you have clinical contact with a healthcare provider that isn't in person. This might be over the phone, via video conferencing or using some other technology. Clinical contact over the phone or via video conferencing may also be called a virtual consultation.

Not every appointment can be virtual. Your healthcare provider may need to see you in person so they can examine you.

Telehealth uses several methods to provide alternatives to in-person consultations. These may include:

• phone calls, text messages and emails
• patient portals
• electronic ordering of X-rays and laboratory tests
• electronic referrals to specialists
• prescriptions sent to pharmacists electronically.

Equipment needed for a virtual consultation

Your healthcare provider will talk to you about the best and easiest way for you to have a virtual consultation.

For a consultation over the phone, you'll only need a landline or mobile phone. For a video conference, you'll need a mobile phone, tablet or computer with a camera, microphone and speaker. Most mobile phones, tablets and laptops will have what's needed.

Your healthcare provider will give you information about setting the equipment up. They'll tell you if you need to download any apps.

Tips for a successful virtual consultation

See Preparing for your doctor's visit for information about what to think about when preparing for your consultation and what to do during your consultation.

Every healthcare provider will have a different way of doing virtual consultations. Other things to consider when preparing for your consultation include:

Before the appointment

• Make sure you have the right equipment.
• Check the sound quality. Think about if you need to talk louder or sit closer to the microphone. Make sure your speaker's volume is on.
• If you're using a camera, make sure it's at eye level.
• Get comfortable in a well-lit room. Make sure it's free of noise and distractions and it's private.
• Be sure you can hear and see as well as possible. You may need your reading glasses and hearing aid.
• Make a list of your concerns including any symptoms you may have.
• Have a list of any medicines you're taking.
• It might be helpful to send your healthcare provider photos of your health condition before your appointment. See Taking photos for telehealth for tips to get suitable photos.

During the appointment

• Try to be yourself and act like you would if you were in the same room as your health provider. Your health provider will be aware that it may be challenging for you to adjust to this new way of having consultations.
• Clearly explain what your medical issue is and any symptoms you may have.
• You may wish to have a support person with you. Tell your health provider if someone else is present. Your health provider should ask you this anyway.

Things to remember

• If you can't or don't want to have a virtual consultation, ask your health provider if you can have an in-person appointment.
• Contact your health provider to discuss what type of virtual consultation may be best for you.
• There are usually costs associated with virtual consultations. Costs will vary between healthcare providers. Make sure you check with your health provider beforehand.
• You can still have a virtual consultation even if you don't speak English very well. Your health provider can arrange an interpreter if you need one. The interpreter can join the consultation remotely. When you book your appointment, remember to tell your health provider that you need an interpreter.
• Your health provider will always confirm your identity at the start of the virtual consultation.
• Your health provider will do everything they can to ensure your privacy. It's also important that your devices and home network are secure. See these cyber security guides for detailed advice.

  HealthInfo recommends the following pages

• Healthify He Puna Wairoa – Telehealth

  Information about telehealth (including virtual consultations): what it is and what to expect.

On the next page: Taking photos for telehealth

Written by HealthInfo clinical advisers. Last reviewed June 2021.

Sources

Page reference: 737114

Review key: HIGPS-132164